Job Description

Overall aim of the job:


An exciting opportunity has arisen to join the front-of-house team at West Court Retreat. As part of our commitment to enhancing customer experience, we are seeking a host to contribute to delivering exceptional service while embarking on their own journey with the Nirvana Spa Collection. You will be a key point of contact for our guests, helping ensure seamless service throughout their stay.

Please note, West Court Retreat is not on a public transport route, so please consider necessary travel arrangements to and from RG40 4AX.

Key Responsibilities:

Provide exceptional and attentive customer service at all times, ensuring a positive experience for every guest. Act as the primary point of contact for guests, handling all enquiries and requests in a professional and empathetic manner. Respond promptly to both positive and negative feedback, addressing concerns with a proactive "can do" attitude. Build strong, lasting relationships with guests, ensuring their needs are met during their stay and beyond. Liaise with the House (Duty) Managers and Host team to organise and fulfil the transport of customers to Nirvana Spa from West Court Retreat and back, using company vehicles.

Hotel Administration & Booking Support:

Assist with giving tours to customers and members alike. Show residents to their bedrooms, explaining our offering along the way. Handle all aspects of hotel booking administration, including face-to-face interactions, phone calls, and email communications. Ensure all booking and reservation details are processed accurately and efficiently. Coordinate concierge services such as arranging taxis, making restaurant reservations, and organising transport to Nirvana Spa or Pulse 8.

Operational Support:

Assist with concierge and porter responsibilities, providing guidance and support for all customer enquiries and requests from the moment a customer pulls into the car park until the moment they leave. Follow standard operating procedures and departmental expectations to maintain consistency and quality of service. Raise any IT, Maintenance, Health & Safety, or other operational issues with the relevant team to ensure swift resolution.

Skills & Competencies:

Previous experience in customer service, preferably in hospitality or leisure. Strong attention to detail, with the ability to work accurately and efficiently. Ability to manage and prioritise tasks effectively, working independently and as part of a team. Self-motivated with a proactive attitude and problem-solving mindset. Proficient in computer-based programs, particularly Microsoft Outlook, Word, and Excel. Excellent communication and interpersonal skills, with a positive, can-do approach to guest interactions. Flexibility to work varying hours, including early mornings, late evenings, weekends, and bank holidays.

What we'll offer you:


Full Membership to Nirvana Spa and Pulse 8

Life Assurance (4 x Annual Salary)

Medical Cash plan
Thrive Mental Health App

Complimentary guest passes

Discounts on selected products

Company sick pay
Recognition & reward company days out

Paid breaks

Employee Referral Scheme


(upon successful completion of probationary period)

Equal Opportunities

Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.


We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability.